Location: Moscow
Division/College: Information Technology Services
Employee Category: Classified
Pay Range: $20.00 per hour or higher depending on experience
FTE: 1
Full/Part Time: Full Time
Position Summary:
This position provides technology support to faculty and staff to assist them in fulfilling the University of Idaho's teaching, learning and research mission. The Technology Solutions Partner (TSP) team is the primary Office of Information Technology (OIT) liaison, technology service representative and technical advisor for many in the University of Idaho community. The TSP team directly interacts with and supports customers in their information technology needs and issues.
Level I positions, individually and as part of the TSP team, serve as the primary OIT liaison, technology service representative and technical advisor for departments and colleges across the university. They apply excellent customer service skills to fulfil requests, resolve issues and assist customers with technical questions or direct customers to the appropriate OIT group or service.
Duties may include:

• Follow defined OIT processes to document and resolve incidents or requests for service
• Provide excellent customer service by communicating with customers about their ticket status and final resolution
• Maintain assets within work management system
• Create and maintain knowledge base articles for both the university community and internal IT support
• Coordinating with other OIT teams as necessary to resolve incidents or fulfil requests for service for university community
• Understand compliance and security requirements of the position and maintain acceptable standards
• Gain and maintain knowledge of the functions performed by units and colleges across the university
• Find standard or known information technology solutions for user needs
• Submit requests on behalf of information technology users when solutions are not known or readily available
• Other duties as assigned

Minimum Qualifications:

• High School Diploma or equivalent

• One year of experience working in a customer service oriented role (any industry)
• One or more of the following:
  • Obtained technology certification(s)
  • 6 or more credits of college-level technology-related coursework
  • Work in a technology support role

Preferred Qualifications:

• Associates degree or higher in an information technology field.
• CompTIA A certification.
• MTA: Windows Operating System Fundamentals certification or equivalent.
• Strong customer service orientation with the commitment and drive to provide "first class customer service and support."
• Excellent organization and attention to detail.
• Excellent verbal and written communications and the ability to communicate to a variety of audiences.
• Excellent critical thinking and problem-solving skills.
• Basic understanding of enterprise network infrastructure and connectivity.
• Experience in Higher Education.
• Possess a valid drivers license and able to successfully pass a drivers record check.

Physical Requirements & Working Conditions:

• Ability to:
  • Frequently lift, carry and/or otherwise move information technology equipment weighing up to 50 pounds indoors and outdoors.
  • Move between buildings.
  • Climb stairs and ladders.
  • Crawl or maneuver in confined spaces.

Ability to:Frequently lift, carry and/or otherwise move information technology equipment weighing up to 50 pounds indoors and outdoors.Move between buildings.Climb stairs and ladders.Crawl or maneuver in confined spaces.
Required Licensures, Certifications or other
Posting Number: SP003883P
Posting Date: 04/14/2023
Closing Date:
Open Until Filled: Yes
Special Instructions:
Position to remain open until qualified pool of candidates is identified.
Applications received on or before April 30, 2023, will receive first consideration.
Applicants: In your letter of qualification, using details and examples, please address all of the required and additional preferred qualifications for this position and how your experience and skills align.
Background Check: Applicants who are selected as final possible candidates must be able to pass a criminal background check.
To apply, please visit: jobs.uidaho.edu
EEO Statement
University of Idaho is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer.
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